GFC-scarred customers expect quality CRM: Convergys

Consumers expectations of good customer service have increased due to the recent financial crisis, according to relationship management company Convergys.

Consumers are more likely to expect superior customer service since the recession, Convergys said, with 33% of respondents stating that addressing complaints on first contact was the top-rated customer service attribute.

And customers are also more likely to change services if their demands are not met, with 44% of those who had encountered a bad customer service experience deciding to stop doing business with that company.

“Today's consumer expectations are clear. They expect good value for their money and timely resolution of their issues by knowledgeable employees,” Convergys president Jim Boyce said.

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